Fireplace And Grill Experts Inc.

I gave this company an F because of the last and final conversation I had with the incredibly rude and inconsiderate office Manager, Nate! The process of our fireplace clean up began in July. Richard our installer was pleasant and friendly and considerate and called before he arrived, and cleaned up after he left. Richard gets an A+. Jason the manager was out to measure the glass for the fireplace. He got the measurements right, but the glass cutter cut our glass too small not once, but TWO times. So basically Richard made two trips to our house with the incorrect glass. We waited from September to December to get the glass correct. On the final visit, the glass piece was correct and fit in the fireplace. We were happy to have it working again. Richard went through in detail how to turn on/off our fireplace, etc. When it was time to collect payment, I was only going to be charged for the glass. I told Richard that this was incorrect because I hadn't paid for anything. His office manager, Nate had given him this information. He called Nate back and Nate realized his BIG mistake and gave me a new total which was higher than previously quoted. Nate was charging me for the Rock, when that had been included in the original quote. I got on Richard's phone to speak with Nate. He was very belligerent and inconsiderate to me. The bag of Rock was $38 and he was arguing with me over it. You would think after the inconvenience of mis-cutting the glass TWICE, and myself having to re-arrange my schedule, a little bag of Rock wouldn't make a difference. Plus I was honest and forthcoming, I had not paid for the service as Nate had previously told Richard I had, saved him $650. Nate got very hostile on the phone and said "Whatever, I am not going to argue with you anymore about this, give the phone back to Richard". Richard witnessed my face and reaction to how Nate had spoken to me during this whole conversation. There was absolutely no reason Nate should have spoken to me in that tone or treated a customer that way. I did speak to Jason after the incident but was not given any definite assurances that Nate was spoken to about the incident . I spent $750 on this process and 5 months of my time. I would definitely use Richard as an installer, but not the company. I feel that the Nate will continue to talk to customers in this manner and I do not wish to call back to the office and speak with him for any reason!! I would love to have Fireplace Experts service our fireplace again but Nate ruined this experience for us. He needs to improve his professionalism!

Fireplace & Grill Experts did the initial installation of our fireplace insert.  They did an excellent job installing 3 years ago.  We never have had any issues.  This past year in May though, our fireplace was on one morning when we didn't turn it on.   We called them to ask if they had ever heard of this.  We did tell them we had just recently purchased a brand new vehicle.  Instantly they advised that the code on the key fob for the new vehicle was probably similar to the gas insert fireplace code.  They came out and adjusted the code on the gas fireplace and  the issue was resolved.   Never an issue since.  They also thoroughly serviced the fireplace by cleaning and adding new amber to it.  Nate and Jason are excellent to work with as are any of their installers or service technicians.  Great company with excellent customer service and knowledge. 

This company was a subcontractor of Castlewood Landscaping who we hired for an outdoor landscaping project which included two firpits and the laying and installing of gas lines.  The initial project was performed approximately 3 years ago.  While away, gas company was out to check for leak in neighborhood and in checking adjoining homes discovered gas pipe for our firepits was incorrectly installed and was bypassing the gas meter.  Gas company disconnected the pipe and left a note in the door.  On our arrival home contacted  gas company and explained pipe was installed by Fireplace and Grill Experts and inspected by county.  Told I would need to get BTU's of both firepits so they could estimate the back charges for gas usage and would also be a disconnect charge of 150.00 due to the incorrect install.  Contacted Castlewood Landscape to talk with owner as we had paid them over 30,000.00 for this project.  Got the receptionist and explained to her the issue and asked for owner to conntact me.  Never heard from owner after several calls placed to him .  Did get a call from Fireplace and Grill Experts who told me they were not responsible as it was inspected by the county and they would not fix or pay fine.  Called the county builing inspector and relayed story, who then contacted the Fireplace and Grill experts.  After much pointing of fingers and numerous hours and phone calls on my part.  Fireplace and Grill Experts called to schedule a time to come out to fix and reconnect the gas line, provided me with the BTU's needed for the gas company and sent  a check to me for the 150.00 disconnect charge due to incorrectly hooking up.  This whole thing started 10/6 and went on till finally fixed 10/31/2013.  I was very disappointed in Fireplace and Grill experts initially not taking responsibility for this but as it turned out they did the right thing and took responsibility, fixed the problem, paid the disconnect charge and  this is the reason for my B rating overall.  Of course my wish would have been that Fireplace and Grill Experts would have at the first call taken responsibility for this and corrected, but in the end they did the right thing.

They were punctual the first time.  They said the office would call to reschedule, as he didn't have the part (a regulator) on the truck.  The office didn't call within a week, so I called and made a second appointment.  They were friendly on the phone and good to work with, and explained that things had been extremely busy and offered an apology for not following up.  They were punctual the second time.
The amount of money was about what other companies I interviewed were asking. 

Once we decided to purchase the fireplace from IHT, Jason from Fireplace and Grill Experts came to assess all aspects of the work.  He assuaged our concerns that other companies had instilled about having to remove surrounding masonry.  He set the date for the installation for about six weeks later.  As it turned out we were able to reschedule for one week earlier.  Flynn Barton was the main installer and he did a great job.  They arriived promptly and the installation took almost exactly the time estimated.  We are very happy with the entire process.

Now enjoying our fireplaces with our new remote!  Before we'd have to get on the floor and push the gas button, etc to get them to light.  They also cleaned the glass on both sides while they had it apart.  Very satisfied!  Rated them a "B" in responsiveness only because it took over a month to get the part in, but the actual responsiveness of the company is excellent.  Phones are answered and calls are returned.  Recommed!